My Order Shows Failed But I've Already Paid — What Now?
This is one of the most frustrating situations you can encounter, and we understand why. Your bank or wallet shows the payment went through, but your CoinGate Gift Cards order is showing as Failed. Here's exactly what's happening and what to do.
🔍 Why Does This Happen?
A "Failed" order status does not always mean your payment was lost. It means the order could not be completed on our end — but the reason varies depending on your payment method.
The most common cause is a timing or processor-side issue: your payment arrived after the invoice expired, or it is currently being held by the payment processor pending a security or compliance review. In these cases, your money has not disappeared — it is either being held or will be returned to you.
🪙 Paid with Cryptocurrency (including via SpectroCoin)
Crypto payments occasionally get stuck between the payment processor and our system. This can happen because:
The payment arrived after the invoice expired
The processor placed the funds on hold for a security or KYC review
There was a network delay or underpayment due to transaction fees
What to do:
Wait up to 3 business days — in many cases the payment clears automatically and the order is updated or a replacement/refund is issued without you needing to do anything.
If nothing has changed after 3 business days, contact our support team with your 7-digit order number, the transaction hash (TxID), and a screenshot of the payment.
If the payment is confirmed as received on our end but still stuck, we will either complete the order manually or issue a refund.
If we cannot locate the payment, we will refer you to the payment processor's support team (e.g. SpectroCoin at [email protected]) to trace and release the funds.
⚠️ Please do not place a new order for the same item until the original has been resolved — you may end up paying twice.
💳 Paid with a Card
If your card payment failed, it is very likely that no money was actually charged. What you see on your bank statement is a pre-authorisation hold — a temporary reservation that will be released automatically.
The hold is typically released within 3–7 business days
You do not need to contact us — we never received the funds and cannot speed up the release
If the hold has not cleared after 7 business days, contact your bank directly
Once the hold is released, you are welcome to place a new order. Before retrying, double-check your card details (number, expiry, CVV) and ensure your card is authorised for online and international transactions.
💸 Paid via SEPA Bank Transfer
SEPA payments can take up to 7 business days to reach us. If your order shows Failed and you have sent a SEPA transfer:
Check that the IBAN, BIC, payment amount, and payment reference were all entered correctly.
Wait the full 7 business days before contacting us.
If it has been longer than 7 business days, contact support with your bank statement or transaction confirmation showing the transfer was sent.
📬 When to Contact Support
Please reach out if:
It has been more than 3 business days since a crypto payment with no update
It has been more than 7 business days since a SEPA transfer with no update
Your card hold has not been released after 7 business days (contact your bank)
When you contact us, always include your 7-digit order number, email address used for the order, and proof of payment. This allows us to investigate as quickly as possible.
🚫 Please Do Not Open Multiple Tickets
Submitting more than one support conversation for the same issue will not speed things up — it creates duplicate work and can actually delay your resolution. One clear message with all the details is always the fastest path to a fix.